Federica Mei

Experience

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  Famo ApS

  Aug 2014 - Nov 2017

  Restaurant Manager

  - Interviewed, selected, and trained more than 10 new FOH members in 2 years.- Managed inventory control on a daily basis to produce monthly reports for the management.- Developed monthly work schedules and departmental objectives with the management.- Promoted and nurtured a cooperative and harmonious working environment to increase productivity and reduce turnover by 5%.

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  Rufino ApS

  Jan 2018 - Mar 2021

  Booking Manager

  - Managed bookings from 3 different communication channels (website, emails, and social media). - Reduced the number of no-shows by 85% by suggesting and introducing a new reservation system. - Implemented set-up changes to improve service and exploit restaurant capacity by almost +30%. - Supervised and coordinated private events based on customers' requests and management guidelines. - Transformed booking data into new optimised working procedures, reducing preparation time by 10%. Show less

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  Superb

  Sept 2019 - Mar 2020

  Customer Support Representative

  - Counselled more than 150 international customers in managing the platform and its features. - Activated 25 new platform users in the back-end systems.- Analysed customers' information and needs and translated them into marketing and product development insights.- Kept a personal CSAT of +80%, contributing to achieving a high NPS.

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  BlueBenu

  Aug 2020 - Sept 2020

  Junior Project Manager

  - Identified the project goals and established an adequate timeline with the senior PM. - Gathered requirements, deliverables, and timeframes from stakeholders according to the project goals.- Applied time management and task tracking methods to oversee and manage project stages.- Collaborated with cross-functional teams to evaluate new ideas and opportunities to propose to the management.- Produced weekly reports to share results, outcomes and team achievements.

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  Nørrebro Kolonial

  Apr 2021 - Jul 2022

  Marketing Project Manager

  - Developed a new marketing strategy, executed strategic tactics and monitored outcomes based on KPIs.- Delineated a buyer persona and refined the digital marketing strategy over time to ensure alignment with the right customer segment.- Designed, structured and implemented a referral program to increase customer retention by 5%. - Facilitated the creation of personalised and high-converting marketing messages for digital channels. - Increased brand awareness and social media engagement by 15% in 3 months. Show less

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  DIVEIN.com - Scuba Diving, Sport and Outdoor Guide

  Aug 2022 - Jan 2023

  SEO trainee

  - Assisted the marketing team in developing SEO strategies to boost web traffic.- Researched SEO keywords to use throughout the company's website and marketing materials. - Monitored daily performance metrics to understand SEO strategy performance.- Updated content and website links for maximum optimization and search engine rankings.

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  Superb

  Feb 2023 - Jan 2024

  Product Specialist

  - Provided commercial and technical support to +1000 customers (chat, email, phone) on software and applications, including hardware installation and usage.- Performed troubleshooting techniques to resolve issues and established patterns for reoccurring matters to provide input to development teams in Jira.- Enhanced, updated, and maintained the accuracy of internal and external Help Centre resources (articles, case studies) to bridge the gap and encourage knowledge sharing between Product, Support, Sales, and Marketing teams.- Successfully orchestrated the structure and implementation of Intercom automated workflows and product tours to promote the adoption of new features and improve customer self-service, reducing Support Operations by 20%. Show less

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  Veo Technologies

  Feb 2024 - now

  • Product Specialist

    Sept 2024 - now

  • Customer Care Specialist

    Feb 2024 - Aug 2024